Overview
As any salesperson will tell you, some people (not only customers) seem to believe that if they vent their anger and make a scene, bullying and intimidating others, they are more likely to get their way. Indeed, some customer service staff may cave in, wishing to defuse the ruckus. Evaluate such behavior in the light of what you have learned in this chapter about business etiquette and professionalism. What have your learned to help you remain professional as both the customer and employee?